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Service quality: guidelines for marketers
16 references·1 citing·46 second hop
Service quality: guidelines for marketers (1999)Service quality: guidelines for marketersThe end of corporate imperialism. (2003)The end of corporate imperial…Using means‐end structures for benefit segmentation (1999)Using means‐end structures fo…Measuring service quality: current thinking and future requirements (1999)Measuring service quality: cu…Consumer perceived risk: conceptualisations and models (1999)Consumer perceived risk: conc…Market-Based Assets and Shareholder Value: A Framework for Analysis (1998)Market-Based Assets and Share…On Great Service: A Framework for Action (1997)On Great Service: A Framework…The effects of customer service on consumer complaining behavior (1995)The effects of customer servi…Consumers’ emotional responses to service encounters (1995)Consumers’ emotional response…The Development and Emergence of Services Marketing Thought (1994)The Development and Emergence…Improving service quality in America: Lessons learned (1994)Improving service quality in …Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?) (1993)Why Improving Quality Doesn't…Service Quality Measurement (1993)Service Quality MeasurementPerceived Risk: Further Considerations for the Marketing Discipline (1993)Perceived Risk: Further Consi…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Quality in the Service Sector: A Review (1989)Quality in the Service Sector…The Marketing of Services: Managing the Intangibles (1985)The Marketing of Services: Ma…Transformational leadership and service quality in e-commerce businesses (2020)Transformational leadership a…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Is “service with a smile” enough? Authenticity of positive displays during service encounters (2004)Rapport-Building Behaviors Used by Retail Employees (2008)The impact of experiential consumption cognitions and emotions on behavioral intentions (2008)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers (2000)A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2014)Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis (2017)Firm Resources and Sustained Competitive Advantage (1991)The fifth discipline, the art and practice of the learning organization (1991)Firm resources and sustained competitive advantage (2004)Review: The Resource-Based View and Information Systems Research: Review, Extension, and Suggestions For Future Research1 (2004)A Framework for Conceptual Contributions in Marketing (2011)Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand (2011)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study (1983)Communication and Control Processes in the Delivery of Service Quality (1988)Justice strategy options for increased customer satisfaction in a services recovery setting (2001)The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mouth behaviour (2002)Jaycustomer behavior: an exploration of types and motives in the hospitality industry (2004)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Brand trust in the context of consumer loyalty (2001)Consumer patronage and risk perceptions in Internet shopping (2003)Understanding consumer acceptance of mobile payment services: An empirical analysis (2009)Employee and customer perceptions of service in banks: Replication and extension. (1985)Leadership and Performance beyond Expectations (1987)Superiors' evaluations and subordinates' perceptions of transformational and transactional leadership. (1988)ATTITUDES AND EFFECTIVENESS: EXAMINING RELATIONS AT AN ORGANIZATIONAL LEVEL (1996)SERV∗OR: A managerial measure of organizational service-orientation (1998)Effect of service orientation on job satisfaction, organizational commitment, and intention of leaving in a casual dining chain restaurant (2004)The theoretical rationale for a multinationality-performance relationship (2007)Does subnational region matter? Foreign affiliate performance in the United states and China (2010)Linking Theory and Context: ‘Strategy Research in Emerging Economies’ after Wright et al. (2005) (2012)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry (1999)The Bottom Line Impact of Organizational Responses to Customer Complaints (2000)The effect of organizational form on quality: the case of franchising (2000)The role of perceived risk in the quality-value relationship: A study in a retail environment (1999)Enhance green purchase intentions (2012)
this work references cited by second hop

References

  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1998Market-Based Assets and Shareholder Value: A Framework for Analysis2,363 cited
  • 1999Consumer perceived risk: conceptualisations and models1,582 cited
  • 1993Perceived Risk: Further Considerations for the Marketing Discipline1,349 cited
  • 2003The end of corporate imperialism.457 cited
  • 1994Improving service quality in America: Lessons learned449 cited
  • 1995The effects of customer service on consumer complaining behavior437 cited
  • 1995Consumers’ emotional responses to service encounters429 cited
  • 1993Service Quality Measurement347 cited
  • 1997On Great Service: A Framework for Action292 cited
  • 1994The Development and Emergence of Services Marketing Thought281 cited
  • 1999Measuring service quality: current thinking and future requirements260 cited
  • 1993Why Improving Quality Doesn't Improve Quality (or Whatever Happened to Marketing?)259 cited
  • 1989Quality in the Service Sector: A Review245 cited
  • 1999Using means‐end structures for benefit segmentation224 cited
  • 1985

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The Marketing of Services: Managing the Intangibles
197 cited

Cited by

  • 2020Transformational leadership and service quality in e-commerce businesses28 cited